Experience: 2 - 5 Years
About GoKwik
GoKwik is building the growth operating system for D2C and eCommerce brands, enabling businesses to optimise checkout, reduce RTO, power payments, drive retention, and unlock post-purchase engagement. With 15,000+ merchants globally and a growing presence across India, the UK, Europe, and the US, GoKwik is building technology and financial infrastructure that powers the next generation of digital commerce.
Why This Role Matters
As a Customer Success Engineer, you will help GoKwik merchants get the most out of our products by resolving technical issues, supporting product configurations, and ensuring seamless day-to-day operations. You will act as a trusted technical point of contact for enterprise merchants, combining strong troubleshooting skills with a customer-first approach to deliver timely resolutions and a consistently high-quality support experience.
What You’ll Own
•Merchant Technical Support: Serve as the primary point of contact for GoKwik merchants, providing timely and professional support through email and chat.
•Technical Troubleshooting: Investigate, diagnose, and resolve merchant-reported technical issues, escalating complex cases to the relevant internal teams when required.
•Product Configuration & Guidance: Assist merchants with product configurations, customisation requests, integrations, and best practices to improve product adoption and usage.
•Cross-Functional Collaboration: Work closely with Engineering, Product, and other internal teams to resolve complex issues and ensure effective outcomes for merchants.
•Ticket & Case Management: Maintain accurate documentation of support tickets, issue descriptions, troubleshooting steps, escalations, and resolutions using Freshdesk and Freshchat.
•SLA & Customer Satisfaction: Meet support SLAs, prioritise cases effectively, and maintain high customer satisfaction through prompt and reliable issue resolution.
•Issue Analysis & Improvement: Identify recurring merchant queries and technical issues, analyse patterns, and recommend improvements to product functionality, support documentation, and workflows.
•Customer Communication: Keep merchants informed throughout the resolution process, explaining technical issues and solutions clearly to both technical and non-technical stakeholders.
•Support Operations: Work in a roster-based environment, including weekend support and occasional evening coverage during peak periods.
Who You Are
•Have at least 2 years of experience in technical support, customer engineering, or a similar role, preferably supporting enterprise clients through email and chat.
•Have strong written and verbal communication skills and the ability to explain technical concepts clearly.
•Are skilled at troubleshooting technical issues, identifying root causes, and driving resolution independently or with cross-functional teams.
•Have experience using ticketing and customer support platforms such as Freshdesk and Freshchat.
•Understand eCommerce workflows and merchant-facing technology products.
•Have familiarity with Shopify, APIs, product integrations, or SaaS-based solutions; these will be an added advantage.
•Are organised, proactive, and capable of managing multiple support cases in a fast-paced environment.
•Demonstrate strong ownership, attention to detail, and a customer-first mindset.
•Are comfortable working in a roster-based support model, including weekends and occasional evenings when required.
Why GoKwik
At GoKwik, you will work closely with eCommerce merchants and help solve real-world technical challenges that directly affect their business operations and customer experience. You will gain exposure to a growing commerce technology ecosystem, collaborate with Product and Engineering teams, and contribute to improving both product reliability and merchant satisfaction.
